Pre-Conference Focus Day: The Future Of CX
12:30 pm - 1:00 pm REGISTRATION, WELCOME REFRESHMENTS AND EARLY INTRODUCTIONS
1:00 pm - 1:45 pm OUR CUSTOMER OBSESSION CULTURAL CHANGE JOURNEYNinoush Habashian - VP and Head of Customer Experience Telia Company
· Having our customers’ End-2-End experience as the common denominator across the organisation
· Providing Omni-channel customer meeting across all touch points
· A targeted digital transformation strategy to aid: customer understanding, design-thinking, service design, online sales & service, UX, product ownership, E-commerce and customer academy
Ninoush HabashianVP and Head of Customer Experience
1:45 pm - 2:15 pm IDG: What does it mean to "futureproof" your Customer Experience?
“Futureproofing” your CX strategies is on everyone’s mouth and the concept is pretty straightforward: How do we create a strategy that is going to be sustainable in the long run for your organisation and your customers?
Let’s deep dive into what it actually means to futureproof your CX and what that entails.
Break into groups of 4 and discuss what you will need to consider to ensure your CX is “futureproof” – including looking at the stages of your customer journey, as much as your organisation internally. Present your findings to the audience, each group adding something new that hasn’t been mentioned yet.
2:15 pm - 2:45 pm AFTERNOON BREAK
2:45 pm - 5:15 pm WORKSHOP: DEVELOP YOUR COMPANY SKILLS TO DELIVER A SOLID CUSTOMER EXPERIENCEKatrin Berg - CX Expert, Former Head of Customer Experience at PostNord Independent Consultant
What does it take to create an outstanding customer experience? It is not achieved over night; it is not a one-off project or having someone always focused on fixing the daily issues in customer interactions. Reaching a solid customer experience is a journey of transformation over time. It is often a challenging job to lead this transformation and requires a diverse company skillset. Highlighting this internally and focusing on developing your skills will speed up your transformation and put your CX ahead of others.
In the workshop we will explore:
· The CX skillset you, as a company, should develop to reach your CX vision
· Ways to assess the status of your company’s present skills
· How to improve your CX skillset and next steps in practice to move your company to the next phase of maturity
Who is this for? No matter if you are the Chief Customer Officer or a Customer Experience manager, or simply an advocate in this or any other area within your business, you will get a better understanding of how to develop and further your CX skills and the importance of doing so.
About your workshop leader - Katrin Berg:
Customer Experience beats price and product! Customer Experience is essential for a company’s long-term competitiveness and profitability. I truly believe in the connection between engaged employees, an outstanding customer experience and a prosperous and innovative business. I set up the customer experience program in PostNord Group and right now releasing a book on how to develop your company skill set to deliver a solid customer experience. The book is based on interviews with a number of successful Swedish companies. CX involves all employees, all functions of a company and its constant development. I learn every day, that is why I love it.
Katrin BergCX Expert, Former Head of Customer Experience at PostNord